Job Posting End Date: March 09

When you join the team at Unum, you become part of an organization committed to helping you thrive.

Here, we work to provide the employee benefits and service solutions that enable employees at our client companies to thrive throughout life’s moments. And this starts with ensuring that every one of our team members enjoys opportunities to succeed both professionally and personally. To enable this, we provide:

• Award-winning culture

• Inclusion and diversity as a priority

• Performance Based Incentive Plans

• Competitive benefits package that includes: Health, Vision, Dental, Short & Long-Term Disability

• Generous PTO (including paid time to volunteer!)

• Up to 9.5% 401(k) employer contribution

• Mental health support

• Career advancement opportunities

• Student loan repayment options

• Tuition reimbursement

• Flexible work environments

• All the benefits listed above are subject to the terms of their individual Plans.

And that’s just the beginning…

With 10,000 employees helping more than 39 million people worldwide, every role at Unum is meaningful and impacts the lives of our customers. Whether you’re directly supporting a growing family, or developing online tools to help navigate a difficult loss, customers are counting on the combined talents of our entire team. Help us help others, and join Team Unum today!

This individual is a member of Unum’s Customer Experience Program with a mission to equip and rally Unum with actionable insights. The incumbent leads practitioners in developing and applying a consistent customer experience (CX) measurement system of critical touchpoints, and in the achievement of CX goals through analysis, reporting and actionable insights. This individual plays a lead role in upholding survey design best practices and leveraging Unum’s survey and analysis tools. Incumbent is accountable for providing and communicating VOC feedback throughout the organization through dashboards, reports, and presentations. Individual will utilize sound research practices and continuous improvement methodologies to lead, execute, and implement change. Incumbent will work closely with senior leadership and management stakeholders to prioritize and align CX improvement opportunities with strategic goals of the Company. Individual has joint ownership, along with senior leadership, for achievement of goals and objectives for assigned projects. This position requires extensive technical skills, analytical skills, and understanding of multiple business areas and functions, balanced with a clear ability to clearly and concisely communicate with management across all levels of the organization.

There is flexibility in the opening, and we are evaluating individuals from entry to experienced levels.

Principal Duties and Responsibilities

• Responsible for designing, managing, and implementing CX research initiatives in support of strategic and marketing decisions, with a focus on customer satisfaction/performance monitoring.
• Design, implement, and manage primary research projects to meet business objectives and information needs. Balance decision risks and research costs to ensure achievement of high payoff research projects.
• Maintain technical expertise and knowledge of state-of-the-art marketing research, analysis, survey tools and strategic planning principles and techniques.
• Deliver education and training that enables success of business leaders in achieving CX goals
• Understands and can teach CX methods and tools (e.g. NPS, CES, closed-loop systems)
• Completes advanced CX analysis with quantitative and qualitative data to understand trends, root causes and key drivers, illustrating opportunities to help the organization improve Customer Experience consistently and cohesively
• Assures VOC feedback is available throughout the organization via dashboard design, reporting and presentations
• Partner with business counterparts to understand and align CX strategy to operational goals
• Develop and maintain in-depth knowledge of the Company’s products and services, Enterprise-wide.
• May perform other duties as assigned

Job Specifications

• Must have 5+ years experience in a corporate or supplier Research organization. Insurance industry experiences a plus.
• Bachelor’s degree required (Masters a plus), preferably in Business, Marketing, Market Research, Economics, Statistics, or Psychology/Sociology.
• Strong customer bias – the ability to think from the outside in. Willing to go the extra mile to get the job done for the customer (internal or external) in timely manner.
• Deep understanding of common CX metrics and systems (NPS, CES, etc.)
• Strong analytical and problem-solving ability. Innovative with ideas. Ability to quickly grasp both complex concepts and the implications of recommended actions.
• Proven experience completing advanced CX data analysis; familiarity with statistical modeling and analytic tools (SPSS, SAS, R, SQL/Teradata, Qualtrics, etc.) a plus
• Ability to effectively communicate, influence, and interact with all levels, including Senior Management. Excellent verbal and written communications skills required.
• Ability to think and advise both strategically and tactically.
• Proven ability to successfully manage and/or coordinate multiple, concurrent projects. Ability to prioritize and execute priorities accordingly.
• Proven ability to function in a team and high performance environment. Must be a results-oriented, self-motivated and self-directed.
• Ability to develop/train, and motivates stakeholders in pursuit of CX goals.
• Some travel required.

#LI-LR1

~IN1

Unum and Colonial Life are part of Unum Group, a Fortune 500 company and leading provider of employee benefits to companies worldwide. Headquartered in Chattanooga, TN, with international offices in Ireland, Poland and the UK, Unum also has significant operations in Portland, ME, and Baton Rouge, LA - plus over 35 US field offices. Colonial Life is headquartered in Columbia, SC, with over 40 field offices nationwide.

The base salary range for applicants for this position is listed below. Unless actual salary is indicated above in the job description, actual pay will be based on skill, geographical location and experience.

$72,100.00-$126,300.00

Additionally, Unum offers a portfolio of benefits and rewards that are competitive and comprehensive including healthcare benefits (health, vision, dental), insurance benefits (short & long-term disability), performance-based incentive plans, paid time off, and a 401(k) retirement plan with an employer match up to 5% and an additional 4.5% contribution whether you contribute to the plan or not. All benefits are subject to the terms and conditions of individual Plans.

Company:

Unum